The Experience Lead is accountable to drive and deliver the newly defined Target Operating Model (TOM) to Manulife Vietnam and be responsible to oversee the transformation under the value stream. He or she are also accountable to provide guidance to the teams as well as recommendations to business stakeholders on the most efficient use of resources to obtain positive and measurable results. **On the job you will** + Lead the team of process improvement specialists to identify various operation opportunities using different toolsets (Lean, HCD), deliver using Agile approach and implement optimized processes to cut waste + As a change lead in the organization challenge the status quo, influence the ways of working and others to drive customer first mindset as well as a continuous improvement culture + Be a strong influence person in the organization to change the working culture and mindset and turn Manulife into a lean organization with strong collaboration culture + Responsible to assess the current state model, operating structure and various process to identify waste and opportunities to improve overall efficiency by using different frameworks and best practices + Responsible to organize workshops or working groups to focus on operations and process improvement; develop value stream maps of the current state and future state with analyzed data that enables fact-based decisions + Collaborate with BUs to develop performance metrics, measurements, methods and targets and ensure their on-going sustainability + Provide and/or source voice-of-customers (VOC) or respective customer insights to ensure changes are going to meet our customer’s needs. **We are looking for someone with:** + University degree + Excellent communication skills (written and oral) – English & Vietnamese + Proven experience of project / change / transformation / delivery / product management + Result oriented, Strategic and customer centric mindset + Analytical and critical thinking + Stakeholder and conflict management experience **Nice to Have:** Experience in life insurance industry is preferred **What motivates you?** + You obsess about customers, listen, engage and act for their benefit. + You think big, with curiosity to discover ways to use your agile approach and enable business outcomes. + You thrive in teams and enjoy getting things done together. + You take ownership and build solutions, focusing on what matters. + You do what is right, work with integrity and speak up. + You share your humanity, helping us build a diverse and inclusive work environment for everyone. **What can we offer you?** + A competitive salary and benefits packages. + A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills. + A focus on growing your career path with us. + Flexible work policies and strong work-life balance. + Professional development and leadership opportunities. **Our commitment to you** + Values-first cultureWe lead with our Values every day and bring them to life together. + Boundless opportunityWe create opportunities to learn and grow at every stage of your career. + Continuous innovationWe invite you to help redefine the future of financial services. + Delivering the promise of Diversity, Equity and InclusionWe foster an inclusive workplace where everyone thrives. + Championing Corporate CitizenshipWe build a business that benefits all stakeholders and has a positive social and environmental impact. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Modalidades de Trabajo** En la oficina